AccountId: 011433970860
ContactId: a99837d4-af4c-4d9d-9fc1-5716128e8d5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89459 ms
Total Talk Time (AGENT): 28595 ms
Total Talk Time (CUSTOMER): 39060 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/a99837d4-af4c-4d9d-9fc1-5716128e8d5d_20250114T17:49_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Maryland Oncology Hematology. I was calling today to verify eligibility of a mutual patient.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][POSITIVE] Thank you, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. Um, it is [PII].
[CUSTOMER][NEUTRAL] And that is a direct line?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Alright, thank you. And may I have the patient's policy number Happy?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There's too many numbers to be one of our policy numbers. Is this the social?
[CUSTOMER][NEUTRAL] Um, truth be told, they could have entered this in incorrectly. Let me see.
[CUSTOMER][NEUTRAL] It's a new patient of ours, so.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yup, they entered it in as the wrong insurance. Thank you so much. Have a great one.
[AGENT][POSITIVE] You're welcome. Yes, so, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] OK. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye